CRM Manager - Salam Stores

Job description

Job Summary:The Customer Relationship (CRM) Manager is responsible for effectively utilizing CRM
Data, KPI’s, Services and Implementation. They will be part of the Retail Operation Team and will coordinate on a continuous basis with the Marketing Team, Buying & Merchandising Team to create a high-performance culture, CRM capabilities, and programs to inspire our Sales Professionals to proactively build strong relationships with our
clients, enhancing and increasing customer loyalty and lifetime client
value.

Main Responsibilities:

Loyalty Program

• Build the client base by developing a customer acquisition plan
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• Engage the clients – active clients and inactive by (use of rewards e.g.)
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• Increase profitable sales via Salam Studio & Stores loyalty club membership– frequency & average purchase
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• Develop and Implement customer profile management system
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Client Development

• Implement the Retail direction for client development & acquisition initiatives
  for CRM leads to deploy within each market and segment
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• Increase business opportunities, drive customer loyalty and increase purchase frequency
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• Communicate KPIs and align market activities to meet and exceed targets Report, coach and drive performance (portfolio targets and client repeat rate)
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• Coordinate all clientele reporting and support tools for the Retail team to ensure data capture, frequency, and retention KPIs are being achieved
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• Develop & guide innovative strategies for attracting new clients Implement a Mystery shopping model to optimize the shopping journey
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Data Analysis & Management

• Works on segmentation of customer data and deploy customer contact strategy emailing, ecards, catalogs, gifting, and events)
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• Ensures proper data management of customer database, including collating and cleaning Provide top-line summary reporting on all clientele & CRM efforts to Retail Manager
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• To be knowledgeable on data protection regulations and work to ensure data is managed in accordance.
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Client Events

• Help coordinate (VIP) customer guest lists for events in collaboration with Management, Marketing & Personal Stylist, while outlining full
  customer experience, from ‘initial invite’ to ‘Thank you’.
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• Post-Event-Purchase Analysis  
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Job Details

Preferred Candidate